Refund policy

RETURN AND REFUND POLICY

Returns

For products purchased online that are not personalised or custom-made, you have 14 days after receiving your order to tell us that you wish to return it. After notifying us, you have a further 14 days to send the item back.

To request a return, contact us at contact@legacyframes.co.uk and include your order number.

Returns must be sent to:

Legacy Frames
31 Alnmouth Court
Newcastle upon Tyne
NE5 3LG
United Kingdom

If your return is accepted, we will send you instructions explaining how and where to return the item. Items returned without first requesting a return will not be accepted.

Return Condition

The item must be returned in its original condition, with all parts, accessories and packaging where reasonably possible.

You may inspect the item as you would in a shop. We may reduce the refund if the item has been used, damaged or handled beyond what is reasonably necessary to inspect it.

Return Shipping Costs

Customers are responsible for return shipping costs when returning an item because they have changed their mind.

If an item is faulty, damaged, not as described or incorrect, Legacy Frames will cover reasonable return shipping costs.

We recommend using a tracked shipping service. Legacy Frames cannot be responsible for a return parcel until it is delivered to us.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. Contact us as soon as possible if the item is damaged, faulty, not as described or if you receive the wrong item.

Email contact@legacyframes.co.uk with your order number and clear photographs of the item and packaging so that we can assess the issue and provide an appropriate solution.

Personalised and Custom-Made Products

Products made to your specifications or personalised specifically for you cannot be returned or cancelled because you have changed your mind.

This exception does not apply when the product is faulty, damaged, not as described or incorrect.

Products that are made to order but are not personalised or customised remain eligible for return under this policy.

Sale Items and Gift Cards

Sale items have the same return rights as full-price items unless they are personalised or custom-made.

Gift cards cannot be returned, except where required by law.

Exchanges

We do not offer direct exchanges. To receive a different eligible product, return the original item and place a new order after the return has been accepted.

Refunds

We will notify you after we receive and inspect your return.

Approved refunds will be issued to the original payment method within 14 days of receiving the returned item or receiving evidence that it has been sent back, where applicable.

Where required by law, the refund will include the original standard delivery cost. Any additional amount paid for an upgraded or express delivery service will not be refunded beyond the cost of standard delivery.

Your bank or payment provider may require additional time to process the refund.

Cancellations

For non-personalised products, contact us as soon as possible if you wish to cancel an order.

Personalised or custom-made orders cannot normally be cancelled after production has started. This does not affect your rights if the item is faulty, damaged, not as described or incorrect.

Contact

For questions about returns, cancellations or refunds, contact:

Email: contact@legacyframes.co.uk
Phone: 07563761772